IT Support Specialist

Overview & Responsibilities

PURPOSE OF THE JOB :

This position responds to, tracks, and monitors inquiries and requests for assistance with software, hardware, and other technical problems.

It provides triage and resolution services; and prepares computing hardware and software for deployment to end users.

BACKGROUND and EXPERIENCE :

Education : Requires a Bachelor of Science in Computer or Information Science; Mathematics; or Engineering and 5 plus years of related IT experience or an associate degree in Information Technology or similar discipline with 6 years of IT experience.

Technical Skills : Expert knowledge of personal computer operating systems, hardware, and peripheral devices, application suites (e.

g. Microsoft Office); Expert diagnostic & repair capabilities.

Business Skills : Proven, excellent listening & communications, documentation skills with a very high sensitivity to customer satisfaction orientation.

Other Skills :

Deep interest in broad based field of Information Technology as demonstrated by ability to maintain currency with technology trends and practices.

Demonstrated capability to multi-task.

Consciousness of sound safety practices.

Good application support experience.

Working knowledge of a range of diagnostic utilities.

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Solid relationship management and performance management skills.

Ability to conduct research into a wide range of computing issues as required.

Proven capability to present ideas in user-friendly language to non-technical staff and end users.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience working in a team oriented, collaborative environment.

Able to work with computer hardware, operating system (Windows 10 / 11) and database administration software.

This position is designed to provide the information technology infrastructure required to run application software to support the computational and information needs of the company.

As an IT Helpdesk Support Specialist your main responsibilities will involve :

First point of contact for help desk queries

Answer helpdesk tickets and raise to senior engineers if and when required.

Hardware Break fix management

Windows 10 troubleshooting and configuration

Active Directory administration including group policies.

Commission and shipping laptops worldwide to employees or sourcing locally where required.

Commission and shipping mobile phones worldwide to employees or sourcing locally where required.

Support remote workers via applications such as LogMeIn.

Good understanding of video conferencing applications such as Webex and Google Meet

Good understanding and working experience with Microsoft Office suite.

Experience (but not essential) of VPN technologies and basic configuration.

Experience of working with Google Business Suite

Management and configuration of iOS and Android mobile devices

Experience with Sophos EDR

Internet connectivity troubleshooting / W-fi access points / door entry systems.

Remote ERP system client troubleshooting.

SPECIFIC JOB RESPONSIBILITIES / COMPETENCIES

Manage the processing of incoming calls to the Help Desk via Help Desk Software, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

Assist in the design and implementation of problem handling and escalation policy and procedure.

Help define and implement Help Desk service levels objectives to establish problem resolution expectations and time frames.

Coordinate and / or perform hands-on fixes at the desktop level.

Monitor and test fixes to ensure problems have been adequately resolved.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.

Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.

Track and analyze trends in Help Desk requests and generate statistical reports.

Assess need for any system reconfigurations (minor or significant) based on request trends, and, make recommendations.

Identify and recommend end user training programs to increase computer literacy and self-sufficiency.

Oversee development and dissemination of help sheets, usage guides, and Frequently Asked Questions (FAQs) lists for end users.

Collaborate with other departments to identify and / or procure Help Desk software for internal staff and external clients.

Conduct research on emerging products, services, protocols, and standards in support of help desk technology mission.

When directed, attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.

Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Equal Employment Opportunity

Ebara Elliott Energy is an equal employment opportunity / affirmative action employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by the federal, state or local laws of the United States.

Applicants and employees are protected under U.S. federal law from discrimination. To learn more, click here.